Senior Systems Operations Engineer - Major Problem Management

• Perform Root Cause Analysis for Major Incidents
• Proactive problem management
• Ensure adherence to standardized processes, tools, and methodologies
• Proactively identify stability issues or risks that could negatively affect platform areas
• Create recommendations and partner with teams to eliminate the risk of reoccurrence and improve service quality
• Conduct quality and evidence reviews of Problem Task Actions
• Maintain an awareness of operational issues and how customers are impacted
• Maintain strong relationships with business and technology partners
• Works with and manages communications with cross functional teams to identify solutions, root cause, and best practice in accordance with problem management strategy and policy
• Communicate and track the status of problem resolution efforts with all levels of the organization, from highly technical to key business leaders
• Create a two-way communication path between business partners and peers. May meet with CIO or Managers, as needed
• Keep leadership and team informed of any major issues that impact the environment and could affect system availability
• Lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area
• Contribute in increasing system efficiencies and lowering the human intervention time on related tasks
• Review and analyze moderately complex operational support systems, application software, and system management tools to ensure the highest levels of systems and infrastructure availability
• Work with vendors and other technical personnel for problem resolution
• Lead team to meet technical deliverables while leveraging solid understanding of technical process controls or standards
• Collaborate with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability

• 4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Experience and in-depth knowledge of conducting Root Cause Analysis with multiple stakeholders on all priority major incidents to assist in driving towards identifying Root Cause, the associated Problem Task actions, and the creation and publishing of detailed Root Cause Analysis Reports
• Experience with Major Incident Management
• Experience writing reports for all levels of stakeholders

• Experience and in-depth knowledge of conducting Root Cause Analysis with multiple stakeholders on all priority major incidents to assist in driving towards identifying Root Cause, the associated Problem Task actions, and the creation and publishing of detailed Root Cause Analysis Reports
• Experience with Major Incident Management
• Experience writing reports for all levels of stakeholders

Relocation assistance is not available for this position